What Contact Center Pro adds
- Audience: Admins
- Audience: Contact center
- Plan: Contact Center Pro
Last updated
Contact Center Pro is the CallSprout plan for teams that run a full contact center. It has everything in Contact Center Lite, and Lite has everything in Business. This page lists what Pro puts on top and how it changes the way your team works.
This feature needs the Contact Center Pro plan. See plans and pricing
What Pro adds over Lite
| Feature | What it means for your team |
|---|---|
| Call queues with agent login, wrap-up and queue position | Callers wait in line until an agent is free. Agents sign in to the queues they work, get a short pause after each call to finish up, and callers can be told their place in line. Queues can offer Smart Callback too. |
| Skills-based routing | A queue offers each call to the agents you've ranked first for it, then opens it up to more agents the longer the caller waits. |
| Supervisor monitor, whisper and barge | Supervisors can listen to a live call, talk to the agent without the caller hearing, or join the call. Recording and monitoring laws vary by state, and your company is responsible for any notice and consent they require. |
| Omnichannel agent workspace | Agents handle voice, email, live chat, WhatsApp and Facebook Messenger in one place, and chatbot menus can greet chats before an agent picks them up. The text message (SMS) channel is billed separately. |
| Outbound dialer with dispositions | Campaigns that call down a list for your agents. Preview and progressive modes are ready to use. Power and voice messaging modes are turned on by CallSprout support after a review of the campaign. Agents record how each call ended with a disposition. |
| CSAT surveys and advanced reporting | Customer satisfaction surveys, plus contact center reports on your queues and agents. |
| Feedback forms | Forms your agents fill in on queue and campaign calls. |
The Meta integration features described on this page require an active, permitted connection to Meta. Availability depends on that system's supported APIs and permissions.
How Pro is different from Lite
Queues instead of ring groups. On Contact Center Lite, calls go to enhanced ring groups, and people log in to those groups from their own extension. On Pro, calls wait in call queues. Each agent has an agent number, with a PIN if your system asks for one, that's separate from their extension. One sign in signs the agent in to their queues and may add them to their campaigns, depending on how your system is set up. Depending on how it's set up, an agent can sign in from any phone on your system or from one assigned phone only.
Your own system. Business and Lite accounts share one CallSprout phone system. Each Pro account gets a system of its own, with its own callsprout.com address for the admin portal, your user portal and the apps. CallSprout gives you that address.
System settings stay with CallSprout. Your admin works in the admin portal as on other plans, with the full contact center pages: agents, queues, pause reasons, dispositions, the dialer, channels and surveys. System level access is only given when you ask for it and CallSprout approves.
The agent and supervisor desktops
For now, agents work in the agent panel and supervisors in the supervisor panel of the older Communicator desktop app. CallSprout is moving Pro agents and supervisors to CallSprout Communicator NEXT soon, and the guides in this section will change when it does. CallSprout support sets up the app for each person.
Each agent needs the Communicator apps add-on, which is listed as an add-on on every plan. The supervisor dashboard is a separate add-on.
This feature needs the Communicator apps add-on on your account. See plans and pricing
This feature needs the Supervisor dashboard add-on on your account. Ask your admin or CallSprout support.
Where to go next
- Agents: sign in as an agent, use agent codes from any phone, handle queue calls and work chats, texts and email.
- Supervisors: use the supervisor dashboard and listen, take over and transfer.
- Admins, queues: create a call queue and add agents, then add agents, groups and pause reasons. Queue guides on strategy, greetings, overflow, callbacks and skills-based routing follow from the first one.
- Admins, campaigns: run an outbound campaign and upload leads and manage Do Not Call lists.
- Admins, channels and feedback: add live chat, email, text, WhatsApp and Messenger channels, send post call and chat surveys and run contact center reports.
- Everyone: what each plan and add-on includes.
Related articles
Still stuck? Contact support
Our team in West Palm Beach can walk you through it. Tell us your name, your company and what you were trying to do.